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Zendesk ChatSDK blacklists the user's initial message

  • July 28, 2023
  • 4 replies
  • 0 views
A

Hi,

We are currently using Zendesk ChatSDK for our mobile applications. But we have an issue in our Android app. The issue is that the initial message sent by the user to start the chat is blacklisted by the SDK and the message does not show up again when the user closes the chat screen and then reopens. When we looked at the SDK source code, we saw a code block that blacklists the user's initial message on purpose. This behavior breaks our chat experience. We are wondering what reason led you to make this decision. Also, we are looking for ways to disable it if possible.

The following code block is in the ChatModel class. ChatSDK version is 3.3.6.

private void sendInitialMessage(String initialMessage) {
    if (hasLength(initialMessage)) {
        ChatLog.Message message = chatProvider.sendMessage(initialMessage);
        chatLogBlacklister.blacklist(message);
    }
}

These 2 screenshots may make things clear for you

Thanks in advance

Anı

    4 replies

    Greg29
    • Greg29
    • July 31, 2023
    Hi Anı! The version of the SDK that you are using is almost a year old and we've had a few releases since then. Can you please update to the most recent version to see if the issue persists?
    A
    • Anı
    • Author
    • July 31, 2023

    Hey Greg, I just updated the ChatSDK to "3.4.0" and there is no change in the behavior. In addition, I can still see the code block I shared above in the source code of the last version of the SDK.

    Greg29
    • Greg29
    • July 31, 2023
    Ok, thank you for checking that! Please take a look at this documentation for what we will need to proceed with troubleshooting this. The most important part will be the sample app that is a barebones version where you can reproduce this issue. If we find a problem within our SDK, I'll send this over to the dev team to prioritize a bug fix!
    A
    • Anı
    • Author
    • July 31, 2023

    Firstly, thanks for your interest Greg. I cloned the project in the documentation you sent, and used the "chat_v2_sample" app to reproduce the issue. I can see the same behavior there. The user's initial message does not show up again after the user restarts the app. I'll list the steps I followed to reproduce the issue:

    * Cloned the repo
    * Updated CHAT_ACCOUNT_KEY in the "chat_v2_sample" app with our key
    * Updated MainActivity with the following code to make the configuration the same as our app's.

    Chat.INSTANCE.setChatProvidersConfiguration(
            ChatProvidersConfiguration.builder()
                    .withVisitorInfo(
                            VisitorInfo.builder()
                                    .withName("And Anı Çalık")
                                    .withEmail("ani.calik@getmidas.com")
                                    .withPhoneNumber("+905555555555")
                                    .build()
                    )
                    .build()
    );

    ChatConfiguration chatConfiguration = ChatConfiguration.builder()
            .withAgentAvailabilityEnabled(true)
            .withOfflineFormEnabled(true)
            .withTranscriptEnabled(false)
            .withPreChatFormEnabled(true)
            .withNameFieldStatus(PreChatFormFieldStatus.REQUIRED)
            .withEmailFieldStatus(PreChatFormFieldStatus.OPTIONAL)
            .withPhoneFieldStatus(PreChatFormFieldStatus.OPTIONAL)
            .withDepartmentFieldStatus(PreChatFormFieldStatus.HIDDEN)
            .withChatMenuActions(ChatMenuAction.END_CHAT)
            .build();

    * Connected to chat and saw the bot's welcome message
    * Sent the initial message and then saw the bot's message saying calling an agent
    * After the agent joined, the agent sent their initial message
    * I sent my next message and then killed the app
    * When I opened the chat again, there were only 2 messages. The first one was the agent's initial message and the other one was my second message.

    I hope these steps work for you in reproducing the issue as well.

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